Technical Customer Service Engineer

Warranty Handling

▪Physical and virtual tire damage inspection 
▪Review and process tire warranty and quality claims from dealers and customers
▪Assess claim validity based on technical standards, usage conditions, and warranty policies
▪Support basic claim handling and escalate technical or quality issues to relevant teams (TCS, Quality, Sales)
▪Enter, update, and manage complaint data in internal systems (e.g., SAP, CRM)
▪Ensure that inspection for tires returned under warranty meets Corporate Customer Service standards
▪Escalate technical, quality, or claim-related issues to appropriate teams
▪Identify recurring issues and report trends for product improvement
▪Consult and train sales team in technical questions/aspects
▪Create/carry out technical trainings and presentation to external and internal customers (products, tire technology, care & maintenance, etc.)

Product Quality 

▪Ensure qualified resolution of technical and/or product related questions from users, fleets and dealers
▪Analysis, evaluation and reporting of product quality and performance
▪Evaluate and report product performance vs competition and identify gaps for benchmarking

Inquiry Handling

▪Handle incoming inquiries via phone, website, email, and online platforms and respond to questions 
▪Coordinate and manage call center supported by marketing, sales, logistics to resolve customer requests
▪Register and update customer inquiries and cases in internal systems 
▪Ensure accuracy and completeness of inquiry records and follow-up actions

Regulation 

▪Execute domestic certification and registration operations, including KC, Energy Efficiency Ratings, and Tire Noise regulations
▪Manage the full certification lifecycle, covering application, amendment, renewal, and ongoing maintenance
▪Coordinate registrations and submissions through government authority portals and systems
▪Support on-site inspections, audits, and regulatory issue resolution through evidence preparation and systematic issue tracking